Complaints Handler

Job Overview

We’re excited to offer a full‑time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill. This position involves handling customer complaints over the phone, conducting investigations, and ensuring fair resolutions. You will work in a supportive, collaborative environment, communicating with customers and internal teams to achieve the best outcomes.

• Deliver excellent customer service by conducting thorough investigations and achieving fair, reasonable outcomes.
• Record, investigate and resolve customer complaints in line with FCA timescales and KPI’s.
• Respond to customers with thorough, high‑quality communication, accurately identifying the root cause of issues, implementing operational solutions, and ensuring timely and compliant interactions.
• Use initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and line with best practice guidelines.
• Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently.

• Experience in a customer‑facing role.
• Proven complaints handling experience is essential, preferably within the insurance or financial services sectors, with claims complaints experience an added advantage.
• Knowledge of how to support customers with vulnerability characteristics during the complaint process.
• Skilled at influencing people and situations to achieve the best outcomes.
• Sound business acumen and advanced analytical skills.
• Able to manage change effectively in different situations.
• Excellent communication skills, both written and verbal.
• Sound planning and prioritisation skills to meet deadlines.

Flexible working: at least two days a week (40%) will be spent away from home. In the future, this may extend to three days a week (60%). Remote working may involve attending the office, visiting clients, or attending industry events.

Full time, 35 hours per week, Monday to Friday, 9am to 5pm.

As a precondition of employment, you must be eligible and authorised to work in the United Kingdom.

This position is an Insurance Distribution Directive (IDD) role. In addition to pre‑employment screening checks, successful candidates will be subject to background screening every four years, with an annual declaration in interim years.

We’re proud to be an Equal Opportunities Employer and do not discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we offer access to the AXA Accessibility Concierge.